Full-Time

Technical Support Specialist

Updated on 12/6/2024

Filevine

Filevine

501-1,000 employees

AI-powered platform for legal operations

AI & Machine Learning
Legal

Junior, Mid

Salt Lake City, UT, USA

This is an onsite and in-office position based in Salt Lake City, UT.

Category
Customer Success & Support
IT Support
IT & Security
Requirements
  • Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers.
  • A love for problem-solving, troubleshooting issues, and a strong drive to learn new technologies.
  • Ability to work with new technologies and assimilate information rapidly.
  • 1-3+ years experience in Customer Support or similar customer service/technical support role.
  • College graduate with a technical degree or equivalent hands-on experience.
  • Ability to self-manage a dynamically changing workload, and work in a fast-paced environment and prioritize work according to customer impact or severity.
  • A strong desire for growth and career advancement.
Responsibilities
  • Work directly with customers to investigate and resolve technical issues.
  • Learn and gain exposure to all of our tools to become a product knowledge expert and develop the skills necessary to grow your career with us.
  • Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization, and truly provide our clients with the best experience.
  • Communicate up-sale opportunities with the Sales Department.
  • Work with Product Owners to help them understand customer needs.
  • Meet with Customer Success and Account Managers to share feedback to understand customer feedback and improve relationships.
  • Help the Training team identify where customers may need more targeted or thorough training.
  • Assist the recruiting and HR teams by shaping Support team onboarding procedures.
  • Participating in special projects to gain a more well-rounded understanding of our organization, such as beta testing new features and shadowing other teams.
  • Writing internal knowledgebase articles
  • Recording tutorials
  • Contributing to the continuous improvement of our Support site
  • Training other client-facing teams on basic troubleshooting steps
  • Presenting in company meetings about updates to Support processes or tools
  • Contribute to the Customer-for-Life culture by bringing fresh ideas, strong opinions, and a passion for the customer experience.

Filevine provides an AI-powered platform designed to improve the efficiency of law firms. The software includes features that help reduce repetitive tasks, draft documents using case data, and manage documents easily. It also offers tools for invoicing, timesheet review, and time tracking, which assist law firms in optimizing their workflow and saving resources. Additionally, Filevine includes AI-enhanced intake and lead management tools that help convert leads into clients and improve marketing efforts. The platform supports eSignature capabilities for managing and signing documents electronically. Unlike many competitors, Filevine's software is specifically built by lawyers for lawyers, ensuring it meets the unique needs of the legal profession. The goal of Filevine is to streamline legal operations, allowing law firms to focus more on their clients and less on administrative tasks.

Company Stage

Series D

Total Funding

$414M

Headquarters

Provo, Utah

Founded

2015

Growth & Insights
Headcount

6 month growth

15%

1 year growth

24%

2 year growth

5%
Simplify Jobs

Simplify's Take

What believers are saying

  • Filevine's record growth, including a 50% increase in Annual Recurring Revenue and the addition of 250 new customers in a single quarter, indicates strong market demand and financial health.
  • The launch of Filevine University and its extensive course completion rates demonstrate the company's commitment to customer enablement and continuous learning.
  • Strategic partnerships, like the one with Neostella for Vinebots File Sync, enhance the platform's functionality and provide additional value to users.

What critics are saying

  • The legal technology market is highly competitive, and Filevine must continuously innovate to maintain its edge over rivals.
  • Rapid expansion and frequent product launches could strain resources and impact the quality of customer support.

What makes Filevine unique

  • Filevine's AI-powered platform is specifically designed by lawyers for lawyers, ensuring it meets the unique needs of the legal profession, unlike more generic legal tech solutions.
  • The integration with Domo for real-time data analytics provides actionable insights directly within the workflow, a feature not commonly found in other legal tech platforms.
  • Filevine's continuous innovation, such as the launch of ImmigrationAI and AI Fields, keeps it at the forefront of legal technology, offering specialized tools that streamline complex legal tasks.

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Benefits

Medical, dental, & vision insurance

Parental leave

Disability insurance

Ergonomic and height-adjustable workstations

Weekly taco lunches

Flexible hybrid work schedules